Customer Service Team Lead

At Orion
180, we deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our mission is to be the premier global provider of insurance solutions and redefine the industry.

We have headquarters in three vibrant cities:
Melbourne, Florida;
Irving, Texas; and Draper, Utah. Each location offers unique qualities such as a high quality of life and access to growing tech ecosystems.

The Customer Service (CS) Team Lead will oversee daily operations, train and coach team members, and monitor performance metrics to ensure excellent service. The role includes direct customer interaction and leadership responsibilities to uphold our dedication to innovation, empathy, and world‑class support.

Pay Rate: $27.00 per hour

• Supervise, mentor, and support a team of Customer Service Representatives.
• Monitor daily performance, provide real‑time feedback, and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high‑performance, service‑oriented team culture that reflects Orion
  180’s mission and values.
• Promote professionalism, collaboration, and accountability within the Customer Experience team.

• Lead by example by continuing to perform hands‑on customer service functions.
• Ensure all communications—via phone, chat, or email—reflect Orion
  180’s gold‑standard service.
• Provide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.
• Utilize strong de‑escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.

• Track, analyze, and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.
• Recommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.

• Education:
  
  High school diploma or GED required; must be at least 18 years old.
• Experience:
  
  Minimum of 2 years in customer service (phone or in‑person). Prior supervisory or team lead experience strongly preferred.
• Licensing:
  Customer Service Representative (4‑40) preferred or ability to obtain within 30 days.

• Excellent communication, coaching, and problem‑solving skills.
• Strong attention to detail and ability to multitask in a fast‑paced environment.
• Skilled in Excel and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation, teamwork, and continuous learning.

• Dynamic Culture:
  Join a forward‑thinking team redefining the insurance experience through innovation and technology.
• Career Growth:
  Build your career in a company that values initiative and excellence.
• Meaningful Impact:
  Play a vital role in shaping how we serve our customers and elevate our operational performance every day.

Physical demands apply to general duties: comfortable with routine sitting, standing, walking; occasional lifting of light objects (≤25 lbs); use of standard office equipment. Intended to ensure safety and fit.

Orion
180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email  to request assistance.